Refund Policy | SOLÁ

Return & Exchange

We ensure that all items undergo quality control before shipping. However, if you received a damaged or incorrect item, please email us at info@my-sola.com within 7 days of receipt with the following:

  • Photos and/or videos of the item showing the issue.
  • Description of the return reason.
  • Order details (Waybill & invoice copy).

A customer service representative will get in touch to assist you with the return and replacement process.

Important Return Guidelines

  • Quality Inspection: All returned items will undergo a formal quality and condition assessment upon arrival before any refund or exchange can be officially approved.
    Item Condition: Items must be unused, in brand-new condition, and include all original tags, packaging, and accessories.
  • Timeframe: Requests for returns or exchanges (including defective items) must be submitted within 7 days of receipt. Failure to report or initiate the request within this period will result in the "forfeiture of your eligibility for a return or exchange.
  • Shipping Fees: Delivery costs will be covered by SOLÁ if the item received was damaged or incorrect. For exchanges, shipping costs will be covered by the customer.

Disclaimer & Non-Returnable Items

For hygiene, safety, and fabric delicacy reasons, the following items are strictly final sale and non-returnable:

  • INVISEAM™ Intimatewear and No-Show products.
  • All items in the Milk colorway (due to the delicate nature of the light fabric color).
  • Items containing silicone (Please note: Silicone may cause irritation or allergic reactions. Use at buyer's discretion; no returns or refunds are accepted for these items).

 

  • Order cancellation
Orders that are still in “pending status” or "unfulfilled" can be cancelled, directly on your SOLÁ account.

Please note that once your order has been assigned a tracking number, it is already considered shipped and can no longer be cancelled. Customers will be liable for any forced returns on shipped orders.


  • Refund

Refunds will be issued to the original payment method and will be processed within 5–7 working days after the returned item has been approved. Refund requests will only be accommodated if replacement stock is unavailable.

For credit/debit card transactions, processing may take 10-15 banking days from the time the refund request was initiated. It may not post to your account instantly and may take several days depending on your billing cycle.

For offline payment made via bank deposits and remittance center, please send us email as we will be needing other details so that we can proceed with the refund.

You may contact info@my-sola.com